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Five Ways To Create Rockstar Employee Engagement

I don’t know if it’s true, but someone once told me that CEOs of major companies were asked, “If you could be something other than a CEO of a major corporation, what would you be?” The most popular answer was, “I would be a rock star!”...read more

"We have been fortunate to have James Dodkins as the keynote speaker at CX Day 2018. I can assure you that he not only passed on his knowledge but also spread great vibrations with his energy. His presentation "Rules For Rockstars" was outstanding and ignited all of the attendees. Having James on board completely make a difference and raised the bar of the event."Daniel Cedeño, Academic Director of CX Day Argentina 2018

INSPIRATIONAL

James' super-power is the power of inspiration. People who attend his talks become inspired, motivated and empowered to make real changes in their personal and work lives.

UNFORGETTABLE

Through humour, music and frequent audience participation, James makes every talk unforgettably exciting, engaging and fun and will leave attendees talking about the event for a very long time.

ACTION ORIENTED

James has many combined years experience in the music and business world and uses that experience to present simple yet powerful ideas that influence immediate action.

​“James, spoke at our supervisors summit. He was by far the best speaker/workshop instructor we have ever used. Our people completely embraced his message on customer experience. and to this day reference his work. In all my years as an executive, James has a riveting style while conveying very important messages on customer experience. I could not recommend using this talented individual more!”Chief Customer Officer, Batory Foods - Fred Dingraudo

UPCOMING EVENTS

Las Vegas

Amsterdam

MUSICAL CUSTOMER EXPERIENCE KEYNOTE TALK

RULES FOR ROCKSTARS

Intro:

James enters the stage playing electric guitar. First the music is soft and melodic but then the distortion is turned up to 11, setting the tone of what's to come. This unexpected surprise excites, energises and intrigues the crowd. See a short video highlight from this section here or in the videos section below.

Rule #1, Nail The Intro:

James explains that the reason he chose to start his presentation in that fashion was to practically demonstrate the 3 core elements of Customer Experience first impressions. Impact, Purpose and Direction. He continues to explain the 3 elements and shares a tour story about reversing a bad first impression. James also explains that first impressions don't happen where and when we think they do and that one customer's bad experience can quickly become thousands of potential customs bad first impression. See a short video highlight from this section here or in the videos section below.

Rule #2, Create Superfans:

James explains that 'Rockstar Companies' don't have customers they have fans and just like the superfans of music artists and acts, company superfans will promote, advocate, defend and market the products and services for free. James shows just how far some superfans will go by sharing some hilarious company superfan tattoos. Some of these need to be seen to be believed. James concludes by suggesting that to create superfans you need to start with your employees. If you turn your employees into fans of your customers, they will turn your customers into fans of your company. See a short video highlight from this section here or in the videos section below.

Rule #3, Make it Right:

James tells the story of a time where his actions, though well intentioned, nearly ruined the final show of his band's first major tour. He shares how he managed to fix the experience in the experience and suggests that companies should take this approach to Customer Experience. He suggests that companies should proactively be looking for issues in the experience and fix them before the customer has a chance to get angry or upset that they happened. James shares and analogy about a crowded bar and a simple 4 step framework that can be applied to any customer experience immediately. See a short video highlight from this section here or in the videos section below.

Rule #4, Make it Clear:

James talks to us about how a simple misunderstanding can completely derail an otherwise great Customer Experience. He explains that when a customer discovers that they have misunderstood something about your company, product or service they don't blame themselves they blame you. He cleverly demonstrates this by sharing a series of misheard lyrics that, although simple misinterpretations, change the entire meaning of a song. Warning: you will never hear these songs in the same way again. James suggests that we should work to make things as simple and as easy for our customers to understand as possible or we shouldn't be surprised when they think we've said or promised something that we haven't.See a short video highlight from this section part 1 & part 2.

Rule #5, Let Teams Rock:

James explains that after working with hundreds of high performing teams all over the world he has seen that the quickest and easiest way to GET teams to rock, it to LET teams rock, He hammers this home with the acronym Listen, Empower, Trust. James then abandons his attempt to try and explain team work to the crowd with words and decides to invite the crowd to work together and join his band. He splits the crowd into sections and teaches them each a different beat that when combined create a rhythm that James then plays guitar to. This thrilling end to an extremely entertaining and transformative talk leaves the audience inspired and energised to go out and make the necessary changes to their business to ensure that they deliver 'Rockstar Customer Experiences' See a short video highlight from this section here or in the videos section below.

A CUSTOMER CAROL

136 IDEAS FOR ROCKSTAR EMPLOYEE ENGAGEMENT

PUT YOUR CUSTOMERS SECOND

*COMING SOON*​#7 most anticipated new release 2018

THE CUSTOMER EXPERIENCE QUOTE BOOK

365 CX quotes from the world's top CX and business leaders.

TESTIMONIALS​

“It's very rare these days to come across a speaker who radiates honesty and charisma. Far too often these things are drenched in corporate crap, so it was very refreshing to hear a real take on it! Also most speakers I've seen act like they're only there because they've been asked, but what was nice about the segment was that James came across as someone who really cares about CX and wants to make a difference. What a fantastic end to the day! If you're looking for an exceptional motivational speaker around CX, he's your man.”Mark Jaszczak, Business Improvement & Performance Manager - WHG

“Thank you again for these amazing insights and for sharing your knowledge. I can't wait to start integrating them in our current program and see the benefits! Overall, great feedback, fantastic engagement and rich insights. Thanks again for the quality of your training, it was a fantastic resource.”Caroline Maillols, Customer Insights Manager & CX Program Lead - MedicalDirector

"I have met some extraordinary people over the last 35 years and James is one of them. He has brought the science of experience delivery from his past into the challenges that we face today. He is genuinely an expert in experience and there are too few...and I love his show!"Morris Pentel, Customer Experience Designer Chairman - CXFO.ORG

“I am happy to recommend James for his dedication to gleaning a wide range of insights from differing sectors to get under the skin of Customer Experience. James is committed to unearthing golden nuggets of world class performance. James will leave an awesome legacy”Kriss Akabusi, British Olympic Legend